Keys are cut to bespoke order using precision key duplication machines. Because these keys are cut to order we cannot accept any returns for refunds. We will be able refund/replace orders that have either been lost or damaged. Any damaged goods need reporting within 10 days of delivery. In such case when ordering a tracked order method is more than ideal. Damaged goods are very rare as keys are mainly steel or brass and are quite robust.
On entering your key information during ordering please ensure you have entered your key info as per instruction. Any errors or misinformation will result in keys sent as per your input or a delay in despatch.
Any stock items (keys that are not cut to order) that are not required and/or ordered in error are subject to a 20% restocking fee of the original order line. Customers in this instance must send these back at cost and delivery method on their part. Any stock items that have been delivered in error on our part, but would require back, will be subject to a return merchandise authorization (RMA) note to be returned with goods at our expense. We must in this scenario request you are available for a carrier to pick this up and a full refund will be sent back inside 2-3 working days.
Customer account holders please refer to your account terms, we can send this to you via email if lost.
Please note that locks that are old, damaged or faulty may not work correctly or not at all with keys that have been ordered. These locks may have been subject to such problems as oxidation, attack or lazy springs. In this case a replacement lock would be in order. A check of the furniture mechanism by a competent person and a spray with a good quality graphite oil may help.